Summary
Overview
Work History
Education
Skills
References
Timeline
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Shonday Smith

Shonday Smith

Springfield,MO

Summary

  • Skilled professional with top-notch organizational, problem-solving and communication skills, having developed many years of industry experience.
  • Successful in interacting and assisting clients of all backgrounds with diverse needs.
  • Gifted in prioritizing and handling simultaneous tasks.
  • Friendly and welcoming service associate with several years' experience working in retail.
  • Exceptional customer service and marketing skills.
  • Proficient in pos, refunds, returns, sales and customer support.
  • Reliable, trustworthy and dedicated to overall customer satisfaction and growth.

Overview

10
10
years of professional experience

Work History

RG - Associate Account Manager II

Expedia Group
Springfield, MO
10.2024 - Current
  • Developed and implemented marketing plans to increase brand awareness, market share, and customer loyalty.
  • Monitored competitive landscape and identified opportunities for growth.
  • Analyzed marketing data to identify trends and inform strategies.
  • Established relationships with vendors to ensure effective execution of campaigns.
  • Reviewed progress of ongoing projects and provided feedback where necessary.
  • Maintained up-to-date knowledge about current industry trends and best practices.
  • Set department standards for customer service, employee relations and overall profitability.

Lodging Service Associate III

Expedia Group
Springfield, MO
02.2022 - 10.2024
  • Efficient knowledge on the Expedia Group product.
  • Maintain and strengthen relationships between hotel partners and Expedia Group.
  • Educate partners on tools within Expedia Partner Central that can maximize their growth on our platform.
  • Save relationships with properties who have had a poor experience.
  • Investigating payout requests, determining fault.
  • Ensuring information is properly displayed on the live site (content, room types, rate plans etc)
  • Processing ownership/re-contracting requests, exercise renegotiation skills for Base properties.
  • Determining properties' eligibility to be live on our site.
  • Adding/removing stop sells when necessary.
  • EPC account creation/management.
  • Visit/work closely with other teams, such as TPM, to strengthen relationships within the company.

Lodging Service Associate II

Expedia Group
Springfield, MO
03.2017 - 01.2022
  • Providing immediate assistance to hotel partners over the phone
  • Teaching partners how to assist themselves with the tools that we provide to them
  • Working as a team to meet overall objectives
  • Reviewing hotel information and ensuring it is correct on our live site
  • Ensuring those who are contacting us are verified employees that are allowed access to the hotel's information or to make changes
  • Basic Excel utilization

Customer Service Representative

Chase Bank USA
Springfield, MO
11.2015 - 12.2016
  • Providing empathy, ownership of the call, and partnering with the customer to resolve the customer's concern
  • Computer navigation skills using multiple computer systems while holding a detailed conversation with the customer
  • Thorough knowledge of client products, services, and systems
  • De-escalate Irate customers
  • Excellent communication skills

Team Manager

CX Intouch
Largo, FL
06.2015 - 09.2015
  • Provide quality and efficient customer service to customers through the daily management of a team of employees
  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Provide continual evaluation of processes and procedures
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Provide statistical and performance feedback and coaching on a regular basis to each team member
  • Write and administer performance reviews for skill improvement
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
  • Addresses disciplinary and/or performance problems according to company policy
  • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and Reward/Recognition programs.

Rewards Events & Recognition Coordinator

CX Intouch
Largo, FL
01.2015 - 06.2015
  • Under general direction, coordinate and plan special events and activities to enhance communications
  • Develop long-term strategies and sponsor key initiatives to promote and achieve a culture of service excellence and employee engagement
  • Schedule and maintain communication with speakers, vendors, and participants
  • Develop and execute Monthly budgets and proposals, timelines and creative design to increase employee engagement and to sustain the employee culture
  • Participate in ongoing analysis of key data identifying trends
  • Develops, evaluate and implement new processes to ensure employees are informed of company and property initiatives, programs and announcements
  • Collect timely data to support business initiatives through focus groups
  • Assist with recruiting and Training.

Customer Service Representative 2

CX Intouch
Largo, Fl
08.2014 - 01.2015
  • Provide floor support for agents with advice on empathy, ownership of the call, and partnering with the customer to resolve the customer's concern
  • Computer navigation skills using multiple computer systems while holding a detailed conversation with the customer
  • Thorough knowledge of client products, services, and systems
  • Diffuse irate customers and de-escalate customer concerns that have been escalated
  • Maintain AHT and Que for verification of productivity
  • Maintain Hourly Flash reports.

Education

High School Diploma - Business & Marketing

Parkview High School
Springfield, Mo
05.2013

Skills

Excellent Customer Service Skills

Strong written, verbal and organization skills

Superior time management and prioritization skills

Proficiency with navigating through multiple systems

Excellent Listener

Quick at grasping the concept

Problem solving skills

Great with connecting with my team as well as our partners

Goal driven

Excellent return time on deadlines

Experienced Traveler / Willing to travel

Results Oriented

Risk taking capability

Adaptability

Excellent Team Player

Employee Morale Experience

Operational Excellence

References

Amber Dickson - Expedia Group 573.776.0800

Tim Schmidt - Expedia Group 417.236.4657

Christelle Tropina - Expedia Group 305-915-0128

Dudley Sawyerr - Cx Intouch 727.631.1940

Timeline

RG - Associate Account Manager II

Expedia Group
10.2024 - Current

Lodging Service Associate III

Expedia Group
02.2022 - 10.2024

Lodging Service Associate II

Expedia Group
03.2017 - 01.2022

Customer Service Representative

Chase Bank USA
11.2015 - 12.2016

Team Manager

CX Intouch
06.2015 - 09.2015

Rewards Events & Recognition Coordinator

CX Intouch
01.2015 - 06.2015

Customer Service Representative 2

CX Intouch
08.2014 - 01.2015

High School Diploma - Business & Marketing

Parkview High School

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Shonday Smith